***Please be aware that all live phone calls (inbound & outbound) may be recorded for quality assurance and to confirm that we fill your order properly and according to your instructions. Some phone orders may require email reply or signed invoice, confirming details, before shipping***
This Page Deals with Virtually any Situation Concerning an Order.
It answers most general order questions, refunds, etc. A link to it is in the shopping cart. The same terms apply to phone orders since a link to this page is right above our phone number on the Contact Us page. The Terms of Sale for all orders are categorized and detailed.
Credit Cards Billed as "Ethereal Sales" on your Statement
The name is somewhat unique so please remember it when you see your bank or credit card statement.
How to Order
We take orders by internet primarily, but also by phone or fax. Some phone orders also require an email or fax reply or signed invoice confirming details of the order, including ship to information. This helps make sure we send what is requested and for security purposes. If you need a rush order, it is best to place your order online and then email us or call regarding cost of upgraded shipping methods. We will not bill the upgraded shipping cost until you confirm the amount and tell us to ship.
Paying by Check
Orders paid with a mailed in check are held until the check clears. The delivery time for any product is counted from the time we receive your check in the mail (not the time you placed your order online or by phone). It is best to send your check immediately after placing your check order online. Checks for payment must be received within approximately 7 business days or the order may be cancelled by us.
Credit Card Billing Problems & Wrong Information
If you paid by credit card and we have trouble charging your card, this can delay the delivery time. If we have trouble processing your card, we will e-mail you at the address given with your order. If no e-mail address was given, we will call you at the phone number provided. If you must be called in the evening, we may have a customer service person call you from their own home to straighten out your order.
How to Check Order Status,
Please go to the Check Order Status page of our site. Enter billing address zip code and your order number found on your original email receipt. Phone orders may not show up in the order status page. If your info does not come up, and you must check on the status of an order, please send an e-mail to us at: info@etherealdecor.com. Sometimes the Order Status page is not up to date and an order showing as not shipped, has actually shipped.
When you email us, please include the name on the credit card used to place the order and the order number given when you completed your order. Order status requests are usually responded to within 24 hours. If you telephone for an order status, our sales person or our voicemail can take your name and order number and pass it on to the appropritate person who can respond to your request.
Phone Order Status Requests
Responses for order status requests will not be telephoned, but emailed in reply to calls or emails. The status request will be e-mailed to the e-mail address provided in your order information or to a differant email address if requested.
Phone reps. do not know shipping dates, and are not able to see all that has taken place or may be in process. For this reason, if you call instead of email, they will take your name, order number and pass it to shipping to thoroughly research and email you the details including tracking information which may not be showing online. Tracking numbers are usually posted on our Order Status page if the order has shipped and is updated once at the end of most shipping days.
They can however, answer billing problem questions on orders which have not tranferred to shipping.
Most Items Sent "SIGNATURE REQUIRED"
We send most (but not ALL) orders so that some person at the exact address, apt. number or unit, must sign for receiving the package. This is because stolen or mis-delivered packages can ruin a fast approaching wedding or event. Without this, sometimes UPS leaves packages at the wrong house. This protects you. If no one is around at time of attempted delivery, simply call the delivery phone number on the slip and arrange a day for re-delivery or pick up from local UPS station or Post office at your convenience.
If you request your order sent without needing to be received by an actual person, please note that you are taking full responsibility for your package in case of theft from your doorstep, mailbox, etc. If you request it left without being received by a person and it disappears, we do not send free replacements and are not subject to a chargeback of monies paid. By asking it to be left this way, you are releasing us from any and all liability.
Delivery Time & Faster Delivery Methods
We ship by UPS, postal service and on large orders, by truck freight. Large tree orders typically go freight. We try our best to ship most crystals orders out of our warehouse within 2 - 5 business days. You must then add travel time to your state. Items that are out of stock or special order, however, may take longer before it ships out. International orders can take longer due to more intensive address verification measures to prevent fraud. Unless expedited shipping is paid for, we cannot guarantee the date by which an order will ship out of our warehouse and arrive at your door, but we can give our best estimate. We ship by Parcel Post, UPS or Priority Mail in most cases. We determine which method to use based on the items in the order and the distance being travelled.
If you must have items shipped out sooner/faster, we have priority shipping available at added cost. Online shipping rates are only for items to be shipped Ground in most cases. We also offer Expedited Air such as 2nd Day Air, 3 Day Air, Fedex, etc. shipping on most items at additional cost depending on the weight of your order and the distance it must travel. You can place your order online and in the comments add that you want an upgrade to air shipping and to email you with the additional cost if available.
Expedited Shipping, Next Day Air, 2nd Day Air, etc Policy
If you choose expedited shipping services such as UPS 2nd day air, 3 day air, Fedex, Express Mail, etc., please note that 1 or 2 business days of processing may still be needed before the items can ship. When you email us or call for your air shipping quote, we would notify you at that time, when you should expect your order by any of the methods chosen. We will let you know if any days of processing will be necessary.
In many cases, if ordered early enough, the order can ship out the same or next day. We cannot GUARANTEE the delivery date outside of what the carrier guarantees. This means that what is called "act of God" or situations out of the control of the carrier such as earthquake, snow, ice, etc. that can cause airplanes to be unable to fly and connections to be missed are not refunded by the carrier.
Rush fees if any, are non-refundable and separate from any air shipping cost which is refundable if the carrier does not deliver.
Rush Orders of all Kinds, are Final Sale
Air & Freight Shipping Details & Carrier Delays Policy
Carriers do refund shipping costs for guaranteed date deliveries, however, if it is simple error on their part such as mis-routing, driver error, etc. This is an extremely rare occurence, but we cannot refund outside of what the carrier refunds us for. Natural disasters, snow and ice are not refundable in express shipping costs. We will try for you, but if they say no, we must say no.
We cannot refund you since they do not refund us. If a chargeback is initiated against us in relation to this, we do sue for the chargeback fee of $45 which is billed to us by our Visa/MC Processing bank and we sue for the repayment of the air shipping cost since this is not our fault. We place these with collections agencies. Do not use next day air, 2nd day air, fedex, Express mail, Freight, etc. if you do not agree with these terms.
Special order items are final sale, regardless of delivery date if the reason for the delivery delay was out of our control due to customer error such as wrong ship to address information or due delays beyond the original agreement, with regard to timeliness of final payments, etc.
Freight Shipping Delivery Appointments
Large orders typicaly go by truck freight. Carriers usually call the customer at the number given to us, prior to delivery, in order to schedule an appointment for delivery. Once that appointment is made, you must be there to receive the shipment. Freight shipping that is not deliverable at the appointment time are billed additional re-delivery costs to the same card provided in the original order
Please Notify Us by Email if Your Package Does Not Arrive
By placing an order by internet, phone, fax or mail, you agree that you will notify us within 21 days of the date of order if you have not received your entire order. Notify us in writing by e-mail, fax or regular mail. If you requested 14 business days expedited service, you must notify us within 16 business days of the date of order if you have not received your entire order. If you requested 7 business days expedited production, you must notify us within 9 business days of the date of order if you have not received your entire order. All notifications must be in writing. Feel free to call after you have notified us in writing.
Clearance Items, Special Order, Special Offer & Other Non-Returnable Items
Clearance items or any non-stock items are always final sale. Anything found on the Clearance page of our site or items not found on our site, but purchased, are clearance items.
Special Offer Orders
On ocassion, an item is completely sold out. If you are offered a more expensive item at the same price, it is considered a "special offer" order which means it is final sale, non-cancellable and non-returnable.
Special Orders & Custom Orders
Special order, custom made and specific other items such as Swan vases, Deluxe Crystal Trees with Lighted Base, Swarovski Crystal Tree Sets (the ones with the artificial branches & Swarovski crystals, Swarovski crystal chains with anything other than stock, standard silver metal connectors, swan vases and crystal stems are special order, non-returnable. Metal Trees and crystals are returnable.
On ocassion, an item is completely sold out. If you are offered a more expensive item at the same price, it is considered a "special offer" order which means it is final sale, non-returnable.
Special Order Deposit Payments
Deposits made in parts or multiple-payments on a special order items or custom made items are non-refundable, and but must be applied to the order in question or an equivalent dollar value order if agreed to by Ethereal Decor. Late payments can delay shipping of a special order or make the order impossible to deliver in time. Ethereal Decor is not responsible for payments made late, causing final delivery delays.
Back-Orders & Out of Stock Items
Orders containing back-ordered or out of stock items may ship as partial shipments with the out-of-stock items to ship separately. No out of stock item voids the entire order. When necessary, we may substitute mm sizes of greater value at the same price.
Each item is sold individually, independent of the other items in the order. If you do not want your items shipped unless all items are in the same package, it must be noted in the "comments" box when placing your order online or by email at the time of order, if done by phone. You can also notify us by email before any items have processed to ship.
If any item is anticipated to be out of stock for a long time (more than two weeks or beyond your event date), we will notify you by email or phone so that you may choose to keep the back ordered items in your order or to cancel the back ordered or out of stock items. We do not contact for short-term delays or short-term back-ordered items.
Special Discount Sale
Items with a special coupon such as Christmas specials using a discount coupon code are final sale.
International, Non Continental U.S. & Wholesale Orders
Not returnable and non-cancellable once shipping cost is approved to process. No exceptions. Damaged items reported by email within 24 hours of delivery may be returned by the customer and refunded.
4 Guarantees
Our business is based on Christian ethics of honesty and integrity. Our integrity and the credit card companies require that we honor everything stated in this Guarantee and Return Policy. We pride ourselves on our Satisfaction Guarantee and the fact that we stand by it. Though we are confident that you will thoroughly enjoy your purchases, we extend to you 4 guarantees:
1. We Guarantee Our Products. Most items are returnable within 10 days of delivery to you (see details below for non-returnable orders or items and regarding fees and procedure) :
Note: Minor scratches are not damage in crystals or in metal trees or other metal items. Major scratches, ruining an item, is damage in shipping and would be replaced. Our adjustable Metal Trees are designed with loose branches and is not a damage. Severe bending, cracking, chipping, missing or broken off parts is considered damage for both crystals and metal trees.
2. We guarantee first-class customer service.
3. We Guarantee NOT to sell or provide your information to 3rd parties or bombard you with unnecessary emails.
4. We guarantee that our Site is Secure & encrypted to protect your information.
By placing an order (through our website, by phone, fax or mail), you are protected by and accept our terms of sale which are our complete Guarantee, Return & Cancellation policy as stated below.
If you are in any way unhappy with your purchase and it is a returnable, non-special order item, simply follow our RETURNS PROCEDURE (details further down page). Natural trees, wholesale bulk crystal stems, handmade swan vases and special orders and orders shipped outside of the continental U.S. are final sale. If it's damaged, report it by email within 24 hours, return it and we will replace it (swan vases not included).
Return Period
Rush orders requiring Priority status upgrade or any air upgrade such as next day air, 2nd day air, 3 day air, Express mail, Fedex, overnight, etc. are Final Sale.
Because our lovely products are geared towards weddings and one time special events, there is always the possibility of dishonest people ordering our products for use on a special day and returning them used or damaged. For those reasons our return policy is detailed, but fair.
Our 10 day return period on most orders and most items (see exceptions below) allows most orders a couple of days to decide if you want to return the items and a full week for us to receive it back from you. This means we must receive it in our warehouse within 10 days of the date of delivery of your last package. All days are counted in this 10 days, including weekends and holidays. This date is determined according to the date on file with USPS, UPS or Fedex (whichever carrier was used). We go by the actual date the package was delivered to your shipping address, not whatever date you get around to picking up or opening your packages. If you are ordering too close to your event date, this does not apply.
Damaged or defective items (ecept for vases) are replaced, not refunded. If the items are very small and insignificant, we may exercise our option to choose to refund instead. Larger items or larger orders are always replaced, not refunded if defective or damaged in shipping.
We are not responsible for packages delivered to someone else's address at your direction orto a mailbox address or freight forwarder and the customer not picking up the package for a long period after delivery. If you are having delivered to an address other than your home, it is your responsibility to have the receiver notify you immediately upon receipt of your expected packages.
NON- Returnable Orders
WHOLESALE ORDERS with a bulk discount to RETAILERS, Rush orders of any kind (air upgrades or priority status), Custom or Special Order, Special Offer, Out of Stock free upgrades, Final Sale Items, Special Coupon orders, International Orders, Orders that are past the Event Date given in the order & orders over $1000 are cancellable and non-returnable.
Swan vases, Crystal Tree Sets, custom length crystal chains (not standard stock lengths sold online) and special pinning crystal chains (anything other than standard straight SILVER connectors on Swarovski chains or Textured Straight SILVER or GOLD connectors on Ethereal chains) are also non-returnable. If you are in this category though, email us anyway with your situation and sometimes we can help anyway or come up with a solution. Damaged or defective items (except for vases) are replaced, not refunded.
We have one of the lowest rates of refund or return requests imaginable. This is due to the quality of our products and our intense help when customers email us for suggestions on what to buy and how much. We have advise customers NOT to buy something if they describe as their needs and what they plan to order do not match. If we feel that our products do not fit that need, we say so, even if it means we lose the sale.
In tens of thousands of items sold over the last 10 years, as of September , 2011, we have had under 20 requests to return or refund items. That is unheard of. Our chargeback rate is even lower. As of July 2011, not even half a chargeback per year over 10 years. That's amazing.
How Refund Amount is Calculated
If you are in any way unhappy with our returnable products, we offer refunds of the product total less a 20% re-stocking fee. This discourages customers from "renting" our products for an event. Shipping, handling or expedited production or shipping fees are always non-refundable. If discounted shipping was given and we billed you less than the actual shipping cost billed by the carrier, the refund will be minus actual shipping cost. We will provide a copy of the actual UPS or other carrier charge upon request. Non-continental U.S. shipped orders & wholesale orders (for qualified retail stores only), see more details below.
Rush orders requiring Priority status upgrade or any air upgrade such as next day air, 2nd day air, 3 day air, Express mail, Fedex, overnight, etc. are Final Sale.
How Long Will it Take to Receive a Refund Credit
After we receive your returned items in re-saleable and unused condition (see section of page for what is considered used) within 10 days of the delivery date of the last package in your shipment, refunds can be issued. Some items have shorter return periods which would be stated on their product information pages. If it is not stated, then the return policy is 10 days from date of delivery. We cannot make exceptions to the basic 10 or 3 day return policies. If you have a problem or issues concerning your return, please give us a call and we will do our best to satisfy you.
Special orders, special offers, tree sets, crystal bouquet stems, deluxe wood trees, swan vases, orders shipped outside the continental U.S. and Wholeasale orders (qualified retailers/re-sellers only) are non-returnable and non-refundable. Once we receive the returned items, you should see your refund within 1 - 2 billing cycles, depending on the cut off date for your cycle determined by your bank. We usually process the refund within 1 week. Please email or call us first if you have not received your refund, just in case something went wrong in the processing and it went to a wrong card or something.
Typographical Errors
We are not responsible for typographical errors in product descriptions or prices on our website. We do our best to make sure all information is correct and up to date. Any errors are unintentional.
Erroneous Credit or Debit Card Transactions
We do our best to charge and refund cards without error, however humans do make mistakes now and then. This is rare, but happens sooner or latter in any business that employes at least one human! Although we (like any other retailer) do not pay any type of incidental damages outside of the correction, we always make the charge correct if an error is accidentally made. We do this by voiding the erroneous transaction and re-doing it or by charging or refunding the appropriate amount.
Cancelling an Order After it is Placed & Non-Cancellable Orders
Sometimes orders ship out the same day or otherwise sooner than the typical 2 - 5 business days most orders take to leave our warehouses. WHOLESALE ORDERS by RETAILERS, Custom or Special Order and Final Sale Items, International Orders & orders over $1000 are non-cancellable once placed and are non-returnable. Damaged or defective items (ecept for vases) are replaced, not refunded.
For all other orders which have not processed to ship and are cancellable, there is a fee. When you place an order for any items, we begin to incur expenses in relation to your order. The following policy allows you some time to change your mind, but also helps us in preventing unnecessary expenses on your behalf. 2 hours after placing your order (assuming it has not already been processed in shipping department) cancellations are subject to a cancellation fee equal to 10% of the merchandise total to cover our expenses associated with your order.
Orders that have been picked, packed and processed in our shipping department are considered shipped, even if it shipped beyond our normal ship out time frame for most orders, cannot be cancelled. Order Status is not updated immediately online but is updated 2 x per week. Once it has processed in our shipping department to be shipped or if it has been picked up by the carrier, it is too late to cancel.
If delivery is refused, the carrier may dispose of the items or may return them to us. If you refuse your shipment and it is disposed of, we are not responsible to refund or replace it. If it is returned to us instead of disposed of by the carrier, this does not obligate us to refund, but to hold the items for 30 days for you to claim the items from us.
Orders Processed to Ship or Shipped
If your order has already been processed in our shipping department (picked, packed, weighed, measured and labeled or any combination of the above, it has been processed in our shipping dept. and is considered "shipped", regardless of when the order was placed. Once processed in shipping department or if actually picked up by the carrier, it is no longer subject to our cancellation policy but is subject to our returns policy stated below.
If you requested expedited or rush shipping, there is no grace period for cancellation. It is immediately subject to our returns policy stated below.
Handmade swan orders, natural wood Deluxe Crystal Tree orders with the lighted base, crystal bouquet stems and crystal tree sets with the artificial branches, cannot be changed or cancelled once placed.
We reserve the rightto enforce or waive cancellation or re-stocking fees.
Wrong Delivery Addresses
If the shipping error is our fault, we bear all consequental expenses. If the error is the customer's, the customer bears the expense. Please enter your billing and ship to address carefully and correctly. Orders accidentally shipped to an incorrect address and not recovered or recovered and requiring re-delivery to the correct address if due to his own error in entering the address. In this case all resulting shipping expenses damages would be billed to the customer's credit card or deducted from any refunds if applicable.
By placing an order through our website, by phone, fax or mail and giving an incorrect ship to address, the customer authorizes us to charge their credit card or checking account for additional shipping or re-delivery costs charged to us by the carrier due to the incorrect address information.
This amount shall never exceed the amount of the original shipping cost charged. In the event the merchandise is never re-covered, damaged or lost after shipped to an incorrect address, customer authorizes us to charge their card or checking account for the retail price of the merchandise. We reserve the right to enforce or waive this right.
Carriers charge our shipping account for address changes. Because the carrier bills us $10, we must bill the card used in the order for that fee. Chargebacks due to us billing this fee will be forwarded to a collections agency for the amount of the fee, plus any chargeback fees billed to our merchant account.
Please enter your ship to address carefully and correctly to avoid the situation. To correct shipping address information before shipping, please send us an e-mail to info@etherealdecor.com. Include the name on the credit card used and if possible, the order number provided after your order was placed.
Address Changes, AFTER Items are Shipped
Clarification: We do not allow re-directions (changes of address by the customer with the carrier to deliver to a different address). Carriers charge us a fee for changes of addresses, therefore, you can email us or fax us (must be in writing) to have delivery re-directed, if we approve it, we will bill your card the fee and contact UPS, Fedex or USPS to make the change. Customers will be billed up to $10 for every package re-directed to another address once it has already shipped. Changes made with us (not the carrier) BEFORE a package has shipped will be charged no fee.
Refused Delivery or Items Attempted to Deliver & Left Unclaimed
Packages refused at delivery may be disposed of by the carrier as undeliverable or may be eventually be returned to us by the carrier. If it is not disposed of by the carrier but is returned to us instead, it will be treated as any other return (if it is a returnable item), subject to our complete returns policy including costs such as shipping and handling, return shipping and handling and re-stocking fees.
If notices are left on customer's door regarding attempted delivery and customer does not call the number on the notice to arrange for re-delivery or pick up from the carrier, these packages also will eventually be returned to us and subject to the same fees stated above.
If items customer does not contact Fedex, UPS, Truck Carrier or Postal service to arrange re delivery or pick up and the packages are not destroyed as undeliverable by the carrier, they may be returned to us. If customer wishes us to ship the product back to them again, customer is responsible to pay re delivery cost to ship the item to them again. If the package was destroyed as undeliverable, we are not responsible to refund or replace.
If delivery is refused, the carrier may dispose of the items or may return them to us. If you refuse your shipment and it is disposed of, we are not responsible to refund or replace it. If it is returned to us instead of disposed of by the carrier, this does not obligate us to refund, but to hold the items for 30 days for you to claim the items from us.
Returns Procedure Rush orders of any kind, Custom or Special Order Items or "Final Sale" Orders, International Orders, orders where the event date given in the order has passed and orders over $1000.00 are non-cancellable and non-returnable. Most other orders may be returned.
For returnable orders of returnable items, contact us in writing for a RETURN AUTHORIZATION #. It must be requested in writing, meaning by e-mail, fax or regular mail. This policy protects you as well as us by documenting the date and nature of your request. The return authorization # also protects you and allows us to be sure that we have the chance to tell you how to package the items for return to us to avoid breakage.
How to Get a Return Authorization Number / RA#
When you request this return authorization number, please include all of the following: - Give your Billing Name (from the credit card used)
- Give Order# (found on your E-mail confirmation and packing invoice) if possible.
- Please State the reason for the return so we may be able to improve it in the future.
- State which items and how many are being returned
- State the condition of the items being returned (unused & undamaged).
Once you inform us of the quantity of items and notify us that all items being sent are undamaged and unused, we will e-mail you the authorization number within 12 - 24 hours or give it to you by phone. If you have no e-mail address, we will call you with the number. If you have not provided us a valid and working e-mail or phone number, you will not be able to receive the necessary authorization # and refund. Responsibility for providing current e-mail addresses and phone numbers is the responsibility of the customer.
Return the items to us in saleable (undamaged and unused) condition within 10 days of the date of delivery of the last box that we shipped to you. See bottom of page for what is considered "USED". Your package must be RECEIVED by us with an authorization number, to receive a refund or credit. Packages delivered after this date may be refused at delivery or held for payment of return shipping back to customer. We double-check the actual date of delivery with the shipping company for verification. This is strict in order to discourage returning already used items as new.
How to Package Items for Return with Care to Protect your Refund
Keep the bubble wrap, packaging and other items that we shipped the items to you in. Wrap them carefully in a similar fashion. Crystal chains such as swarovski, come to you wrapped in tissue and then bubble wrap. The tissue prevents tangling and banging together in shipping. They must be sent back, carefully wrapped in tissue with no crystal chains touching another crystal chain.
You must use care in packaging your return items to prevent breakage in shipping in order to receive a refund. We will not un-tangle a tangled mess of crytal chains. The entire order will be video taped and photographed and then refused for return. Do not heap loose crystals into a box. They come wrapped individually or in trays for individual protection. If sent back in a rattling heap, damaging the crystals, we will not pick out the bad ones and refund you for the good ones. The entire return will be video taped and photographed for our records and refused.
If necessary, call us before shipping so that we can help you over the phone with re-packaging the items properly if you are unsure of how to do it. We must receive any returns in the same re-saleable, unused and undamaged condition in which it was sent. We may video tape the opening of returns boxes and photograph return packaging for our records if received back improperly wrapped and consequently damaged.
Use the same number of boxes to return the items to us as we used to send them to you. This protects you by protecting your return items. Packing more items into a box to cut back on the boxes used puts the items at risk of breakage. You must use the same number of boxes to receive your refund.
If returning items received damaged in shipping in order to receive replacements or credit, there is no need to package with care. Choose as small a box or mailing bag as possible to fit the damaged items inside. Mail the package as inexpensively as possible as return shipping is at customer's expense and the items are already broken.
Do NOT use "Return to Sender" or Refused Delivery to Return
Some Packages are Destroyed by the Carrier if Undeliverable. Orders that are refused acceptance of delivery still incur return shipping costs for us if the carrier actually returns them to us instead of destroying them as undeliverable. This is because the carrier bills us for the return shipping cost. To protect yourself, do not use either of these methods to return packages to us because you are still responsible for loss or damage. Expenses billed to our Fedex or UPS account for returning ordered but refused items will be deducted from any refunds due, if any. If your package is destroyed because you refused delivery, it is not our responsibility to refund or replace.
By placing your order with us, you are agreeing to this term. Any charge-backs as a result of your package being destroyed due to refusal of delivery, will be litigated for the full dollar value of the order, plus our bank fees in relation to the chargeback and our legal fees.
We do not bear the expense of packages refused by customer or sent "return to sender". Lost or damaged packages sent this way to us are the responsibility of the customer. It is in the customers interest to wait until all packages in the order (if they arrive separately) have been delivered before sending any returns. Refusing some packages in the shipment can jeopardize the refund.
If items ordered through our site, by phone, fax or mail are refused FOR ANY REASON upon attempted delivery or are marked "return to sender", the customer still bears the responsibility for any damages or loss and the expense of the initial and return shipping if returned to us or destroyed by the carrier. If the order is a non-returnable order such as custom order, special order or orders beyond the event date given in the order, it is not returnable.
If received at our address as a return, it would be held 30 days for the owner to claim. As with any abandoned property (if never claimed) then it would be disposed of or become the property of the entity holding the property, without refund. Charge-back would be litigated regardless of the findings of the credit card company.
Shipping Costs on Returns are Non-Refundable
Shipping costs are deducted from any return amount due. Return shipping cost is at the customers expense, meaning, we do not pay for return shipping.
Returns and Discounted or Free Shipping
In the case of a return, th e amount charged for shipping cost is not refunded. If we charged you $0 shipping cost as a special offer when actual shipping cost billed by ups was $13, then the refund would be reduced by the cost of the actual shipping. If requested, we would also email you a copy of the amount billed to us by the carrier on such a shipment.
How to Send Returns
Customers must send their return packages by Postal Service Priority Mail or UPS or other trackable method, insured for the price you paid for them. We suggest that you send them "signature required" which means the carrier cannot just leave the box outside our address, but must give to a human, who must sign for it.
This helps protect you in case of loss or theft of your package if it never makes it inside our building. We are not responsible for getting your returns safely back to us. For this reason, we suggest you send your packages UPS or Priority Mail ". If we do not receive the actual package, we will not refund. We can not refund for what you sent and we never get, we can only refund for what we actually receive. We suggest you use signature required service.
If sending items back to us, CUSTOMER is responsible for any breakage or loss in this return shipment to us, therefore you must send your package insured by the carrier for its value. This way, if the items are damaged in your shipping back, you can file a claim with the carrier for compensation. If we receive broken returned items (damaged by customer or in return shipping) the cost of those items will be deducted from the refund amount.
WHERE to Send Returns
DO NOT SEND RETURNS TO OUR GENERAL MAIL RECEIVING ADDRESS. Returns must be sent only to our fulfillment address only. This address will be provided to you by email, along with your requested Return Authorization Number. If you cannot receive email, it will be provided to you by telephone.
Customer is responsible for packages not sent to the return address provided with the R.A.# and any shipping fees to deliver it to the correct return addess. In order to protect your refund, do not send packages to our general mailing address.
NON- Returnable Orders
WHOLESALE ORDERS by RETAILERS, Custom or Special Order and Final Sale Items, International Orders & Orders that have Past the Event Date given in the order are non-returnable. Swan vases, Crystal Tree Sets, custom length crystal chains (not standard stock lengths sold online) and special pinning crystal chains (anything other than standard straight SILVER connectors on Swarovski chains or Textured Straight SILVER or GOLD connectors on Ethereal chains) are also non-returnable.
If You Damage or Break an Item If you damage the products that you purchase, please do not send them to us. If an item was RECEIVED damage it must be reported to us within 24 hours of delivery to you, in writing, by email or fax. Even if this time has passed, please email us though because we do our best to help when possible.
We do provide damage replacements or refund if damaged in shipping, assuming the damage was reported to us in writing by email or fax as required in the "Damaged Items" information on this page.
Damaged Artificial Branch Crystal Tree Sets
Our articifial branches and the artificial branches in the Crystal Tree Sets do not normally get broken in shipping from dropping, tossing or kicking the boxes) unless perhaps the truck had a terrible accident (unlikely). Branches are sometimes damaged by excessive bending/rough handling or shaping by customers. We do not refund for such damage. This does NOT apply to our Adjustable Height Metal Trees which are not wire, but thicker iron. We do send replacement parts on the Adjustable Metal Trees if a part is broken in shipping.
Damaged Crystals or Crystal Chains
We pack extremely well so damage is extremely rare. In the event of damage, we replace the order with the same item, we do not refund. If a chain arrives with a damaged or chipped crystal, up to 3 crystals on one chain and up to 5 chains, we replace the damaged crystals only, by sending them to you. You would then have to remove the damaged crystal (takes only a few seconds) and replace the damaged one with the replacement crystal. We do not require you to return the crystal chain to us and we then send the crystal chain back to you. This is much faster and easier. In the case of massive damage, we would replace the chains
Crystal Chains Purchases
Crystals have scratches that occur in manufacturing. Major and excessive scratches may be a defect and we replace. Cracks and breakage almost never happen, but if it did, we replace them. Notify us within 24 hours of delivery by email.
Swarovski Chains with other than Standard Straight SILVER Connectors are Final Sale
Special order crystals or crystals with special order pinning are final sale. Special order Swarovski LOOSE CRYSTALS are any crystals over 20mm in size. Special Order Swarovski crystal chains are any Swarovski crystal chains with any special order connectors (anything other than Standard Straight Silver Connectors) are special order final sale.
Swarovski chains with Straight Gold, Silver or Gold Coils, Silver or Gold Textured Straight or Silver or Gold Bow-Ties, are made to order in our production dept., specifically for you. Standard Straight SILVER connectors on these chains, are not special order, but stock and are returnable. Any other connectors are special custom order and non-returnable..
Standard Stock Items such as Metal Trees, Ethereal Crystal Chains with Silver or Gold Textured Connectors are stock, not special order and are therefore returnable unless stated ontherwise in the product description or if the product total is over $1000.00 USD.
Tarnishing Occurs on all Metal Parts on any Crystal Chains
Most sellers never mention this fact, but it is an unavoidable fact that no one has devised a solution to. All metals oxidize due to the air and moisture and all metals (even gold and silver) oxidize and consequently darken over time. We use the highest quality connectors you will find anywhere (the same type used by Swarovski for use in multi-million-dollar installations.
Most Loops sold by our competitors lose their shape, blacken and thicken with black rust and are difficult to replace and cannot be cleaned with tarnish remover. Our standard straight connectors are the highest quality that you will find anywhere, do the least darkening and are removable and easily replaceable if you decide to over time.
Every metal will darken over time. Some will outright tarnish or even rust if exposed to excess moisture or humidity. Gold jewelry tarnishes, silverware tarnishes, metal connectors tarnish. Some metals can be restored, others cannot.
Adjustable Height Metal Trees
Minor scratches in the finish are not considered defects. It is rare, but happens occassionally as with shipping any finished metal items. Adjustable Height Metal trees are designed with loose fitting branches and this is not considered a defect. It makes the branches easy to remove for decorating with flowers and then replacing in the tree without disturbing the entire arrangement with a lot of pulling.
If you don't want the branches to be able to turn or move at all, you will have to stick on the tiniest ball of museum wax, tacky wax, sticky candle wax, florist clay, etc. on the bottom of each branch before inserting it into it's position. It will be hidden inside and causes the branch to be tight fitting if you prefer.
Branches may be re-shaped by bending only the center pole of the branch (over your knee) with two hands pulling upward with care on either side. This can adjust the look of the tree. If bending small side branches (instead of the midddle pole of a branch), as with any metal tree, use care to cover the weld point of that small branch with your hand.
Do not bend at the weld point, but above it. Bending anything at the weld can cause it to come off. If you break one off, head to the hardware store for a solder tool, can of propellant and solder to put it back on. We do not refund if you damage the tree by bending at a weld-point. We would replace any branch that arrives damaged and reported to us within 24 hours by email.
Fixable leaning is not a defect. Instuctions for any leaning with these metal trees, is described in detail on the products "more information page" and has solved 100% all leaning brought to our attention (extremely rare). Leaning is not a defect unless it cannot be solved with those tips. If not resolvable this way for some odd reason, the tree would be replaced. If you do not agree, do not buy.
As of March 2011, a full year after this tree was introduced, this problem has only been mentioned to us by 2 customers over all the trees sold. It is rare and easily remedied. We have only had 1 return on this tree as of that date and that tree was never received or opened by the customer.
If you break any piece, replacements can be purchased at small cost, by emailing us and telling us which piece you need to replace.
Beaded 3' Foot, 4' and 5' Metal Trees with Clear Bead Tips
Candle cups are all at differant angles deliberately and is part of the design (as stated on the product "more info page". They are not straight and this is not a defect. These trees have wire branches, not wrought iron.
They are easily shape-able with your hands, but you must cover the weld point with your hand and bend carefully with the other. If you do not do this and break one off, head to the hardware store and follow the directions above for solder and the Adjustable Height Metal Trees. Hardware store personnel can show you the correct solder for use on the tree.
The tiny branch could also simply be thrown away since the tree has so many. Some of the tiny clear bead tips may be rolling around in the bag. There are many of these on the tree and we do not refund or replace for a few fallen off beads. Because it is impossible to ship this item without this typically happening and because it does not effect the overall usefulness or look of the tree, it is not considered damage.
It can be glued back on or discarded with no ill effect. It the tree has lost all or the majority of them, that is shipping damage and we can replace if you do not want to glue back on. If you do not agree, do not buy. In four years, this has never, ever happened.
Once fixed with a soldering tool, they can be touch up painted over the damaged area and touch up painted or you can re-paint the whole branch or tree. By purchasing our lovely branches or trees, customer is advised that our store policy is to fix it as described, not send it back to us. If it came to you damaged, report it in writing within 24hours. If you do not, it is considered customer damage. Please email us though, we try to help whenever possible.
Fixable leaning is not a defect. Instuctions for any leaning with these metal trees as follows: screw pole on tight, hold the foot down and pull in the opposite direction of the lean. Not one customer has brought leaning to our attention in this tree in over a year as of March 2011.
If you break any piece, replacements can be purchased at small cost, by emailing us and telling us which piece you need to replace.
Pole Leaning is not a defect unless it cannot be solved with those tips. If not resolvable this way for some odd reason, the tree would be replaced. If the foot is not standing right, we will replace it. It has NEVER happened as of March 2011 over years of selling this item.
Ethereal Flower Pedestals
Top plate and foot screw onto the pole. Screw on both parts. When screwing on, do not place hands over small branches on the pole, but above or below them. Excessive pressure and twisting can damage the side branches. For this reason, hold from bare pole without side branches when twisting. All items are hand-made and can also be affected during shiping.
Top plate can straightening if needed is done by bending up or down at connection to pole if looks crooked. Branches are hand-made and may need to be switched around in insertion holes since some will fit one hole and not another. All branches look the same and switching the ones that fit into the various holes is not an issue. All will fit in one of the provided holes. If not, we will replace the odd branch. To date , this has never occurred. If you break any piece, replacements can be purchased at small cost, by emailing us and telling us which piece you need to replace.
Real Wood Trees
Real wood trees come with free touch up kit for paint touch up of scratched paint in shipping if necessary. This does not constitute damage.
Crystal Bouquet Stems
Never one broken in shipping or defective. Custom done. Not returnable.
Swan Vases
We strongly recommend that you order at least ONE or TWO EXTRA of each size that you need. Ordering a couple of extras protects you in case your florist or someone else drops or otherwise breaks one just before the event. We require you to mail back any swan damaged in shipping for a refund of the broken piece. We no longer send replacement swans.
If you need more after having been refunded for any damaged, you would have to re-order. Re-orders due to damage receive priority status to ship out within 1 week in most cases. Handmade swan vase orders are non-cancellable once placed and they are non-returnable.
Damage Merchandise Received (extremely rare)
We replace any damaged items (other than swan vases) for the same item if damaged in shipping, we do not simply process it as a "return". This policy does not apply to broken off branches of real trees. We are unable to give refunds or replacements on customer used or customer damaged goods. If you do not want replacement of items reported damaged, you agree by placing your order, that it must be treated as a RETURN due to simple change of mind. It is subject to all terms for a return, including restocking fees. No exceptions.
What is Considered "Used"
Items returned after the date of the event are considered used. Bouquet Fantasy crystal stems returned showing evidence that they have been unbound from the way originally sent. This means if the binding wire and or ribbon which holds the bunch together have been removed and re-done, they are considered used. If stems have been severely bent and or tangled, they are considered used.
If you report (in writing) the items as received damaged as required and return them within 10 days, then they are considered damaged in shipping.
We will also not be responsible for the cost of sending these damaged items back to the customer if they are sent to us. Customer used or customer damaged items unfairly sent to us will be held for 60 days for payment of return shipping to you and then discarded without refund or credit.
Received Damaged: We Require Nofication by EMAIL within 24 hours. If a box is delivered to you with VISIBLE, outside signs of damage, MAKE NOTATION OF DAMAGE on the delivery driver's delivery pad where your signature is required and then receive the box anyway (do not send return to sender as stated above because most items survive damage to the box) and examine the contents. Remove all items that are intact and notify us of any damaged items as described below: If you receive items from us that were damaged in shipping (unlikely; breakage almost never occurs), notify us in writing only, by e-mail, fax or regular mail within 1 day (24 hours) of receiving it damaged. We verify the actual delivery date and time by contacting the carrier who keeps records of the date and time of delivery. Regardless of whether you call us, we must receive a printed complaint by e-mail, fax or mail. Your notification must include which items were received damaged, what size, color and the quantity of damaged items and the nature of the damage.
If we do not receive this written notification within this stated (24 hours) from the date of delivery time on file with the carrier, we cannot credit your card, give refunds or replacements. This means from the date and time of delivery to your shipping address, not the time you opened your boxes. We have this policey because fast notification usually means the damage happend in shipping. Slow notification leaves time for damage to have occured AFTER delivery. It makes it difficult to tell which occured. For this reason, we require fast notification. You agree to these terms by checking the box during checkout or by phone ordering. We do record our phone calls.
If you DO notify us within 24 hours of receiving any damaged items, WE will bear the loss and possibly file a claim to be compensated by the carrier for the damage. If it is BEYOND the 24 hours notification period, please notify us anyway and we will do what we can. We want every customer to be happy if possible.
DO NOT THROW AWAY PACKAGING
You must NOT throw away the damaged items or any of the packaging because we may require that a claim for damages be filed with Fedex Ground before we ship replacements for continental U.S. shipped orders. If you discard the damaged items or packaging before contacting us,you jeapordize our recovery from Fedex and forfeit your refund. We will give you instructions as to how to return the damaged items to us. If you were charged for insurance, this is to help us cover a small fraction of this cost.
We reserve the right to decide whether to process a credit to your credit card or to mail you a check for the amount paid for damaged items (as opposed to sending replacements), at our discretion. We normally ship replacements, however if you decide that you do not want the replacements, but a credit for broken items, we will treat it as a return, subject to all terms of our returns policy stated above. We do not refund the cost of returning damaged items as it is usually minimal.
These policies allow us to continue to sell our lovely products at a reasonable price by protecting us from those who use or accidentally damage the items themselves at some point and attempt to get a refund. We realize that most of our wonderful customers are honest and up-front as we are.
Please avoid this situation by contacting us in print (e-mail, fax or mail) within 24 hours of receiving the items damaged in shipping. To protect yourself, just send us an e-mail, fax or letter stating the damage and the number of items damaged. This e-mail, fax or letter protects you by serving as evidence of when you contacted us. Please feel free to call us as well about the problem, but do send the e-mail, fax or letter for documentation.
Defective Items
Minor scratches on crystals are normal, natural and not considered defects. Major scratches or actual chipping or breakage is shipping damage and would be replaced at our expense. Nofity us by email in writing within 24 hours of delivery of defect other than normal scratches in crystals or metal items.
Orders Shipped to Other Countries or Outside Continental U.S.
Orders shipped outside the continental U.S. or to other countries are always final sale, non-cancellable and non-returnable. We cannot guarantee foreign Customs Office clearance times. We estimate the travel time to your country only. Some packages can be held for days, even weeks in some countries. For fastest customs clearance, request your items be sent Fedex instead of Postal Service Express Mail. The cost is more, however, customs clearance usually goes smoother and faster from our experience. Duties/Tarifs (if any) are not included and are not determined or calculated by us. If any apply, they are not paid to us and may be payable to the carrier upon delivery.
International Damage, Loss or Customs Dept. Loss Issues
We are responsible to address the shipment correctly and to provide proper customs documentation. Packages are the responsibility of the carrier once they leave our posession. All orders ship FOB.
Customs departments in many countries will sometimes open your packages to inspect. This is apparently done randomly, not on every package. We are not responsible for any items damaged or lost by customs department. Any claims for lost or damaged items must be made with the carrier such as UPS or USPS. We will assist you with the claim, but all compensation must be through the carrier.
This is common practice not only on international orders, but with most wholesalers, it is standard even on U.S. orders. Shippers responsibility is to send the items packaged well and to the address given. Responsibility for any loss after shipped is between the purchaser and the carrier via insurance claim for any and all payment. Compensation is not the responsibility of Ethereal Decor.
Swan vases shipped Internationally
Swan vases shipped outside of the continental U.S. only are shipped at the customer's risk of loss or damage in shipping, transit, by customs agents, etc. For orders shipped outside the continental U.S., we cannot ship free replacements or refund for damaged items received due to the much higher expense. Such orders ship at the customer's financial risk of loss or damage. This does not apply to orders shipped WITHIN the continental United States.
If you do not accept and understand these terms or need clarification, you agree that you will not place your order until you do. By placing an order by phone, internet, mail or fax, you demonstrate that you accept these order terms. Please e-mail your questions to us at: info@etherealdecor.com. We will always be fair and honest with our customers and rely upon the honesty and integrity of our customers and hope that most of them will do the honest thing as well. We truly appreciate your business and your understanding. Even if you are outside of our return policy, we are still willing to examine the order and do what we can. Email us any way with your situation.
False Credit Card Disputes, Charge-Backs & Litigation
We don't take fraud lightly. If a customer orders or authorizes an order from us and then initiates a charge-back with their bank stating that they don't know "Ethereal Sales" and didn't make the charge, we would be billed $45 by our merchant card processing bank. That's not fair to us if the charge is legitimate. This means that once we proved to the bank that the charge is legitimately placed by the card holder or someone acting on the instruction or permission of the cardholder, we would then bill that $45 fee to that customer.
We give our word and we also cannot by law or according to the credit card companies, do anything that is outside of the four corners of the posted Terms of Sale. On the other hand, if a customer breaks their word and goes outside of what was agreed to by ordering and we mustt hen sue for payment for any reason including unwarranted charge-backs, the dispute will be litigated in the court systems of the county of Guillford, state of N.C. We also forward such debts to a collections agency.
Invalid or false chargebacks initiated outside of these agreed to terms of sale (including claims of not knowing about the terms of sale) are litigated, regardless of the findings of the credit card banks. Our obligation according to the credit card companies and the law, is to post the Terms of Sale and to make the page easily located. There is a link to our store policies page at the top of every page of our site and it is also referenced more than once during checkout as well.
We are honest and sell amazing products so get extremely few disputes (As of December 2010, when we had been doing business for approximately 9 years and we had a total of less than 5 chargebacks total in many thousands of orders). In those approximately 5, most were simply unrecognized charges to the bill and ALL have been reversed by the banks in our favor.
That's far fewer disputes than most businesses (less than one handful over 10 years and every single one was reversed in our favor due to our honesty and evidence). However, if it occurs, the $45 fee and the amount of the order including shipping costs, plus our reasonable legal fees if necessary, may be decided by a judge. A lien would be filed against businessess and debts turned over to collection agency for payment which may affect credit reports.
How to Contact Us
Email: info@EtherealDecor.com
Phone: Toll Free 877- 484 - 4675 (during normal business hours)
Fax: 877 - 484 - 4675 (same as phone number; available 24 hours; just hit send on your fax machine during the first 5 seconds of the greeting).
***Please be aware that all live phone call (inbound & outbound) may be recorded for quality assurance and to confirm that we fill your order accurately and according to your instructions.
WHERE WE ARE LOCATED:
Our shipping and receiving warehouse are at a separate location which is not a showroom for customers to browse through our products. We deliver all orders (even if you are in the state as our warehouse, office or production locations in Texas, Florida or North Carolina, by UPS, Fedex and 1st Class Mail, Express Mail and Priority Mail. We do not post our full addresses online, in order to prevent walk-ins. Once you order however, our mailing address will be emailed to you on your receipt and will also be on the box. This address is not to be substituted for our returns-address. We supply our returns address location with RA# requests.
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